Tomball Pet Resort

Please READ ALL ONLINE REVIEWS!!. My experience involved me calling the police to get my animals. We dealt with Morgan when we checked in, we left 12/22. We were arriving back in town on 12/25/18. Morgan told us that the facility would be closed BUT someone would be there . She said they are not open to the "public" and gave me a phone number to call when we arrived so they could let us in the door to get our animals. We were quoted a price of $212.00 Upon arriving to pick up our dogs, Morgan was in her car leaving. I flagged her down and waved at her to get her attention. She rolled her eyes at me as she rolled down her window. In a very rude, I hate my job manner, she proceeded to tell me that "she wants to go home, I will have to come back and get my pets tomorrow, she is NOT going back to help us". I explained to her that I just drove 45 minutes from the airport and I lived 35 minutes away. She said "oh well, I want to go home". I became very upset and continued to ask her WHY she told my husband and I that we could pick our animals up on Christmas day. She continued to say she wanted to go home. We exchanged words and she drove away. I was VERY upset to say the least at how I was just treated I arrived today, 12/26 to get my dogs & speak with a manager. The manager, ASH VALENTINE is one of the rudest & most disrespectful people I have ever encountered in a business setting. She accused me of yelling at her employee. Demanded that her employee never told me I could pick my animals up Christmas day. Although she was NOT there when we dropped our animals off, she continued to insist that I was a liar. She said she has me on video from when I dropped my animals off. I asked her if she did, to tell me what the conversation was and what was said. She refused and said " I don't have to explain anything, I just know my employee never told you that". I went back and forth with her as she continued to be rude and disrespectful. I agreed to pay and leave. She told me my bill is $276.00. I explained that I was quoted $212.00 with a nail trim that comes to $222.00. She AGAIN INSISTS that Morgan never quoted me that price and I was a liar!! She again says she had me on camera and knows Morgan never quoted me $212.00. I again asked her if she heard the conversation to tell me what was said. AGAIN, she dodged the question. She told me she would not release my animals until I paid the $276.00. I asked the name of the owner and she refused to give it me. I asked her name and she refused to give it me!. I called the other location on Louetta and spoke to a Kaitlyn who was very professional and helpful. She called the owner for me who was supposed to call me back. 30 minutes go by with no call. I then call the police to assist me. While speaking to the police the owner, RICHARD GATEWOOD arrived. He refused to shake my hand and was equally cold and uncaring. After letting me explain, while he stood there with a smug look on his face, he said that the $212.00 was the cash price and he would let me have my animals but I would need cash. I WAS NEVER TOLD THIS BY MORGAN. I told him I had a debit card and not cash. He continued to insist that I go get cash. Finally the officer told Richard that a debit card is the same as cash and he agreed. Richard told me to give him my debit card and he would go inside, run it and bring my dogs out. I told him that I was not going to just hand him by debit card and let him walk away with. Finally, we all walk inside & process the transaction. While waiting for my animals I asked Richard the name of the rude manager. He refused to give it to me & said "you are just upset you are not getting your way". UNREAL!. I will clearly NEVER use this facility again & I hope others will go elsewhere as well. They lie, overcharge, could care less about their customers and call the customers liars . I can see exactly why the employees act the way they do. Their boss is just a rude and uncaring.

Boarded my Belgium Malinois Service Dog for over two weeks at Tomball Pet Resort off of 2920 while she was in heat. They upgraded her room to a "Pampered" sweet for their own convenience at no extra charge to me. But when I dropped in unannounced to check on my service dog the facilities seemed Very clean however the kennel area was Very Hot and there was Not a fan on in her "Pampered" suite as they advertise. Nor did I see water available to my dog in her completely glass enclosed kennel! The first thing she did was drink a whole bowl of water when she got home!! She seemed to drop a little weight too. Probably due to their admitted light feeding of 1&1/2 cup of dry meal twice a day. Also, NO shade is provided in their out door paddock for exercise and potty times! While the regular staff was Very polite and happy to give updates of service and care when I called, Ash the manager was Extremely rude and unhelpful every occasion I dealt with her. When I kept getting voicemail on a Monday to get an update on my service dog after the weekend stay I drove straight down there to meet Ash face to face. In a desolately quiet and completely empty lobby she stated that she was soo busy at the front desk calls were going to voicemail. Not one phone rang nor did one customer come in while I was there! When I happily paid a $375.00 boarding fee, Ash Tossed my credit card back at me! Ash brought out my stressed, hot, smelly service dog and Failed to Mention her leg had a 3 inch mild injury of bloody scratches, scrapes and raw spots that had heat, itching and light swelling bothering her. Long story short...the Hired staff will go the distance for your pet. But Ash the manager, and the Owner & Operator of Tomball Pet Resort, Don't seem to care about their furry visitors comfort or customer service provided! At the Very least I expect to be notified when my dog is injured!#?!

So much for our Thanksgiving plans…Sincerely upset by booking a reservation for our three dogs in one of the luxury suites like we have done over several occasions, holidays or not, over the past 5+ years, and NOT being informed of the decision that those w/ deposits get them first. Our reservation was made on Tuesday, October 21st. No one said anything about a deposit and no one bothered to call to let us know that it was needed. I wonder how many reservations they even had for Thanksgiving a month in advance. Why wouldn't someone call and let us know?

They refused our dogs when my husband took them. Now here we sit, car loaded, family in from Louisiana, Oklahoma, and all of them waiting on us to meet up with everyone in Galveston. And, waiting on the food we were bringing for the dinner tonight.

Now at this point, unsure what we will do about tomorrow…along with the four dishes to help feed the 22 people that will be at our Thanksgiving.

Not that the man at the door cared or was even concerned…especially since it sounds like my husband didn't get an apology, a sorry, he didn't offer to see about maybe working something out, or even offer to see if their other location had any openings. Nothing!!! Really?

I have been bringing my sweet baby here for grooming for about three years, the girls working the front always welcome us politely. Some even know us by name, such a comforting feeling. I can always count on them to make my baby feel beautiful, I will always recommend anyone I can to them. Boarding and grooming facilities are excellent!

I've tried to bring my dog to other places, and they all told me he's a bit too much. Too much energy and too yappy.

I'm not kidding, dog boarding facilities have told me my 20lb dog is "too much".

The staff here love my dog, I thought I was going to have to fight to get him back they loved him so much!

Sent me photos to reassure me he was ok and they were ok with him.

Thanks guys!

Had a great grooming experience here!

Will be coming back and have already recommended to a few people who have a good experiences as well.

the wait was a little long, but she looks great and likes the people there

I've had a really great experience with this place!

I've boarded other places and my dog just didn't seem to get the level of one on one time other placers as she did at Tomball.

They knew her personality and silly little quirks when I went to pick her up, and I just thought that was super amazing!

Great job guys! Keep up the good work!

I think this is a great place. They are willing to work with you if you need long term boarding, they empathize with there clients needs on an individual basis! They helped me and my cats out quite a bit this year due to illness in the family.

I couldn't be more grateful to them for all they have done.

I really like the facilities they have here. Nice, quiet, clean private rooms. The staff is friendly and they all seem to have a lot of energy!

This is my go to place for grooming too! they od really nice work

Nice place! Really good with my skittish dog. He seemed to love everyone!